Knowledge Transfer (D&P)

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1 Knowledge Transfer (D&P) Bottom Line Get smart people to talk and listen to one another Problem? Counter-intuitive based on industrial notion of work Everyday knowledge transfer is an informal and spontaneous process How can KM facilitate this process? How Japanese engineering firms do it?

2 Strategies for K Transfer K abounds, but its existence doesn t guarantee its use (cf: I and IT) Case studies of MCC and Sematech Why Sematech Succeeded? Why MCC did not succeed? Documents, document databases, intranet Web, groupware, etc. What is missing?

3 Water Coolers and Talk Rooms Outdated notion of work (and organizations ) Conversations are work Are the way K workers discover what they know, share it with others and create new K Start talking and get to work! Barriers industrial age mind set and virtualization of work (??) COPs Need for informal knowledge transfer (?)

4 Water Coolers and Talk Rooms Japanese o-cha rooms for chatting Water coolers may be hit or miss Serendipity emerges from informal interactions (conversations?) Unstructured nature of informal chats Reconciling formal work and formal organization with informal interaction (??)

5 Knowledge Fairs and Open Forums Serendipitous K sharing across boundaries Creating locations and occasions for informal interactions Case of E&Y and CSIRO Will it work in your company or companies you know?? Relatively unstructured allow to wander and mingle and create own markets Mix structured with unstructured K-points

6 What Kinds of Knowledge? Tacit knowledge vs. explicit knowledge Tacit K transfer through partnership, mentoring, or apprenticeship some kind of working relationship is necessary (??) Of aerial photographer and system designer Formal mentoring older younger older Knowledge Maps Raychem, BP More rich and tacit K more IT enables (?)

7 Culture of K Transfer Trust how to cultivate, feasible, possible? Common ground vocabularies and XMLs Time and place formalize informal stuff Motivation rewards, incentives, status (?) Absorptive capacity open minds needed Turf battles for K non-hierarchy (?) Errors and ommissions how to handle (?) Velocity and viscosity IT enables K-xfr?

8 Endnote on K-Transfer Too often K Transfer has been confined to improved access, electronic communication, document repositories, etc. It is time to shift attention to the more human aspects from access to attention, from velocity to viscosity, from documents to discussions Firms need to exploit both hard and the soft aspects of K transfer

9 The Leveraged Infrastructure (T) Hype of the ultimate KM tool Need to leverage existing infrastructure IT s role in KM broaden the reach and enhance the velocity Computing resources, processing power storage and communications

10 What to Look For? Innovation, generation of new ideas, Collaboration, K sharing, learning and continuous improvement Real knowledge, not artificial intelligence (?) Conversation as medium of thought Sources and originators K maps Golden rule KMS for the people DSS, quality, scalability, pragmatism User is the King (??)

11 Leveraging the binding glue of Internet Global reach Cost-effective (?) Anyplace, anywhere Distributed connectivity Robust global data path Platform Independence (??) Different data formats still different (?) Paper documents abound Disparate information sources

12 Enabling Technologies for KM 5 Meta Components Knowledge Flow facilitate K flow Information Mapping link and map I flow Information sources data sources Information and Knowledge exchange Tools and non-technological facilitators Enable exchange across tacit and explicit sources Help create and share context, facilitate sensemaking? Intelligent agent and network mining

13 1. Knowledge Flow Meta Component Facilitate K Flows Intranets, extranets paths for explicated K GSS and CSCW paths for explicated content and tacit context K Pointers direction to location of tacit K Goupware document repository, remote integration and a base for collaborative work Intranets & Extranets secure, costeffective, unrestricted communication (?)

14 Knowledge Flow Meta Component Groupware for collaboration, transparent capture, document exchange, conversation / Collaborative filtering tools e.g GrapeVine Pointers to Expertise Electronic Yellow Pages limit to explication

15 2. Information Mapping Meta Component Maps paths for both sources and destinations influencing I Document management systems, repositories with context, information distribution channels, meta-data, data about informal conversations, paths of external neworks

16 Information Mapping Meta Component Intranets Collaboration / Connectivity, Information distribution, Publishin / Push feed, Yellow Pages / Directory Tools Web publishing tools, Frontpage, WWW servers, App servers, Dynamic web page generators Document management creation of documents, tools supporting versioning E.g. Vignette Storyserver (Cnet)

17 3. Information Source Meta Component Provide I feeds to KMS Distributed search and retrieval, multimedia content for thick interactions, electronic bulletin boards, OLTP summaries Project Management Tools allow to trace back documents and artifacts resulted in formal workflows Need better WWW-integration, developing...

18 4. Information and K Exchange Meta component CB Tools and non-technological facilitators Allow people and systems to exchange, contextually share, transfer explicit and tacit forms of K Include collaborative annotation tools, messaging integration, conversation threading, information beading (E) Context addition, rich-media Internet conferencing, video conferencing, community building networks, mind maps, white boards, etc.

19 Information and K Exchange Meta component Transparent capture enablers White boards and legal pads capture of independent thoughts, discarded solutions Crosspads, electronic whiteboards Web conferencing, water coolers, and telephones: virtual meetings, document collaboration, informal communication (?) Mind maps, concept maps, thought maps, Smile, you are on K capture camera! E.g. Caucus, Web Crossing, Oreilly WebBoard, etc.

20 5. AI Agent / Network Mining Meta component Intelligent DSS, search engines, content aggregation, push- and pull-, content mining, web farming, clustering, automatic indexing, tag-based (XML) classification Intelligent DSS CBR, contextual I retrieval, data mining tools AI Agents filtering, editing, searching and organizing overcome limitations of conventional tools excessive hits, breadth tradeoffs, meaning... Thunderstone, Verity, Fulcrum, Excalibur, Autonomy,

21 Where do we go from here? Key driver for KMS proper leverage and tight integration of existing technology tools and information sources using K servers allow for seamless integration across multiple enterprises that use the same K server Provide extensible architecture for unifying and organizing access to disparate corporate repositories and Internet data sources E.g. Plumtree other EIP plays in recent years

KM road map. The KMS Blueprint. Chapter 8- Create the KM Blueprint. Knowledge Management Systems

KM road map. The KMS Blueprint. Chapter 8- Create the KM Blueprint. Knowledge Management Systems Knowledge Management Systems Chapter 8- Create the KM Blueprint Dr. Mohammad S. Owlia Associate Professor, Industrial Engineering Department, Yazd University E-mail :owliams@gmail.com, Website : http://www.owlia.ir